Corporate Advocacy Program: The best way to manage and repair your business reputation. Hiding negative complaints is only a Band-Aid. Consumers want to see how businesses take care of business. All businesses will get complaints. How those businesses take care of those complaints is what separates good businesses from bad businesses.

Make My Trip is an Indian company entering USA and Canada. They offer airline tickets for purchase through their websites:

makemytrip.com

makemytrip.ca

THE Itinerary

15 Feb 2014 Lufthansa LH 6795 Montreal to Frankfurt

16 Feb 2014 Lufthansa LH 1236 Frankfurt to Vienna

16 Feb 2014 Lufthansa LH 6468 Vienna to Delhi

BEWARE

Atrocious customer service experience when they make a mistake.

No full refund made.

Poor travel advise given to the customer

THE CASE

A ticket was booked for travel from Montreal to New Delhi by Lufthansa through Make My Trip for February 15, 2014. When my wife arrived at the airport she was informed she could not board the flight as she did not have a valid visa for Europe, even though she was transiting and her final destination was New Delhi. [continued below]....

Report Attachments:

..... She was travelling to India so as to be with her 21-month infant who was in Delhi.

She was denied boarding and when she contacted Lufthansa they asked her to speak with her travel agent - Make My Trip - to facilitate a rerouting. However, Make My Trip, advised her to cancel and rebook and then charged her a $375 cancellation fee.

Total price paid for the purchase of tickets: CAD 1449

Total cancellation penalty: CAD 375

Poor advise by the travel agent, horrible customer service, forced her to shorten a already short holiday to India plus pay all the extra fees and suffer the inconvenience of returning from Montreal airport to Home by taxi at her own cost.

When we asked a full refund of the ticket be made given the circumstances our request was ignored.

Since then we have had no further help from the company and I advise all travelers to steer clear of this shoddy outfit.

They should be called - TAKE MY TRIP.

Sincerely,

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THIS IS WHAT WE GOT FROM MAKE MY TRIP AFTER MY WIFE WAS DENIED BOARDING:

RULES & GUIDELINES

The refund processing time varies as per the concerned airline and generally takes 10 business days, depending on the airline.

MakeMyTrip shall release the refund to customer, once the money is credited in our account by the airline/supplier.

For transactions where the customer has made the payment by credit card that was charged by the airline, the refund will be reversed directly by the airline on the same credit card, less the applicable cancellation penalty.

If more than one mode of payment was used, the refund will be released via the same modes, less the cancellation penalty.

If the credit card has been lost or surrendered by the customer before the receipt of the refund, MakeMyTrip will require authorization from the credit card holder for the remittance of the money on the new credit card or via check.

Should the customer request a full refund based on medical grounds, MakeMyTrip will require a hospitalization letter (discharge certificate) for waiver of the cancellation penalty. Making a full refund on medical grounds is completely at the discretion of the airline. MakeMyTrip will not be responsible if the airline refuses to waive off the applicable penalties.

Where the refund has to be sent via check, as soon as MakeMyTrip receives the refund from the airline, we will call you to reconfirm the address where the check needs to be delivered.

For any further assistance, feel free to call us on our US toll free number 1-800-INDIA-10 or e-mail us atcustomercare@makemytrip.com. Our customer care executives are available 24 x 7 to assist you.

Due to lack of communication from your organization my wife, missed her flight to India because she was denied boarding at Montreal airport. She was told she needed a visa to enter Europe despite the fact she would have remained airside whilst transiting through Europe on her way to Delhi, India.

This typical insensitivity on the part of the airline and Make My Trip has caused grave inconvenience to us as she was travelling to India to be with her infant son in Delhi. To add insult to injury she was informed that she will have to pay a cancellation fee of $375 on the ticket. So when the travel agent, Make My Trip and the airline should have tried to reroute her ticket so she could travel on the same day, what you did was ask her to cancel her ticket, and get her to buy a new ticket and have her travel two days later.

I am extremely annoyed by this poor customer service experience and ask that Make My Trip refund the entire amount of the ticket to her.

I will be contacting Lufthansa directly as we'll to apprise them of this situation. I ask this matter be resolved immediately and a full refund made to her for all the inconvenience caused.

I await your reply. If I do not hear back within a day I will be forced and seek to escalate this matter to your managerial team and consumer redressal agencies so as to have it quickly resolved.

Corporate Advocacy Program: The best way to manage and repair your business reputation. Hiding negative complaints is only a Band-Aid. Consumers want to see how businesses take care of business. All businesses will get complaints. How those businesses take care of those complaints is what separates good businesses from bad businesses.